Alyona

Alyona Kolupaieva
Head of Collection Operations | Collections Strategy & Transformation | Banking | FinTech
PROFESSIONAL PROFILE

Results-driven Collections and Operations Leader with 10+ years of experience across banking, fintech and international
customer operations. Proven track record in debt recovery, collection strategy, portfolio performance management,
process automation, team leadership and operational excellence. Experienced in building collection frameworks,
optimising recovery strategies, developing restructuring and payment solutions, introducing KPI-driven performance
cultures and leading distributed teams. Strong analytical background with hands-on experience partnering with Risk,
Product, Analytics, Operations, Finance and Engineering teams.
CORE EXPERTISE

• Portfolio Segmentation & NPL
• Collection Strategy & Debt Recovery • Early / Soft / Late Collections
Management
• Cure Rate, Roll Rate, PTP & PTP Kept • Restructuring & Payment Arrangements • Settlement and Hardship Solutions
• Workflow Automation & CRM
• Collection Analytics & KPI Design • DCA Management & Debt Sale Reviews
Optimisation
• Team Leadership & Performance Coaching • Workforce and Productivity Management • Cross-functional Stakeholder Management

PROFESSIONAL EXPERIENCE

Collection Operations Manager | Hay Credito (Spain FinTech) 2026 - Present
Oversee daily collection operations across Early and Soft Collections in a high-volume consumer lending environment,
combining portfolio performance management, people leadership and process improvement.
 Lead day-to-day operational performance across Early and Soft Collection teams, ensuring delivery against productivity,
contact and recovery targets.
 Monitor portfolio performance, repayment activity, promises to pay, payment extensions, restructurings and settlement
outcomes.
 Develop and refine collection approaches for different delinquency stages, customer profiles and payment behaviours.
 Supervise operational execution of prolongations, restructurings, settlements, payment allocation and exceptional credit
closure cases.
 Build and maintain performance controls covering attendance, schedule adherence, call activity, productivity, conversion and
quality standards.
 Coach collection agents and support team leaders on negotiation, customer communication, objection handling and payment
conversion.
 Analyse operational data, identify performance gaps and implement corrective actions to improve recovery efficiency.
 Coordinate collection workflows across dialer, WhatsApp, internal systems, reporting tools and shared operational channels.
 Contribute to process standardisation, reporting improvements and automation initiatives for collection operations.
 Collaborate with Risk, Product, Finance, Operations and technical teams to resolve portfolio and process issues.

Head of Debt Collection Department | The Credit Thing (UK FinTech) 2020 - 2025
Led end-to-end debt collection operations within a UK regulated lending environment, covering recovery performance,
collection strategy, customer hardship solutions, operational reporting and process transformation.
 Managed collection and customer operations teams of up to 35 employees.
 Developed collection strategies across early, mid and late-stage delinquency segments.
 Implemented multichannel communication frameworks across calls, SMS, email, payment links and messenger channels.
 Designed KPI and reporting structures covering Cure Rate, Collection Rate, PTP, PTP Kept, DCA performance and portfolio
migration.
 Built operational dashboards and reporting in collaboration with Analytics and BI teams.
 Managed relationships and performance monitoring for outsourced Debt Collection Agencies.
 Participated in debt sale evaluations and portfolio recovery strategy reviews.
 Designed and automated Debt Management Plan and Payment Arrangement processes.
 Built restructuring programmes including eligibility criteria, payment schedules, settlement logic and workflow controls.
 Implemented and enhanced CPA/VRP recurring payment solutions to improve repayment performance.

Alyona Kolupaieva | Head of Collection Operations • 1
  Defined business requirements for CRM enhancements, collection tooling and workflow automation.
 Worked cross-functionally with Risk, Product, Finance, Operations, Customer Support and Engineering teams.

Branch Manager | Oschadbank 2019 - 2020
Managed branch operations, financial performance, SME/FOP development, payroll partnerships, portfolio growth and
regulatory compliance.
 Developed the SME/FOP client portfolio and payroll projects.
 Managed lending, deposits, insurance and transactional banking products.
 Led team performance through KPI management, coaching and operational control.
 Controlled branch profitability, service quality, risk and compliance.

Customer Service Manager | The Fullerton Hotel Singapore 2015 - 2019
Led front-office and guest-relations operations in a luxury hospitality environment, with responsibility for service delivery,
complaint resolution, customer experience and team development.

Customer Support Supervisor | PrivatBank 2011 - 2015
Progressed from frontline customer support into a leadership role supervising teams, performance management, training,
onboarding and operational reporting.

TECHNICAL SKILLS

Tableau • PostgreSQL • Advanced Excel • Google Data Studio • Jira • Confluence • Corezoid • Graylog • AWS (Operational)
LANGUAGES

English (Fluent) • Ukrainian (Native) • Russian (Native) • Polish (Basic) • Thai (Basic)

Alyona Kolupaieva | Head of Collection Operations • 2